We booked a superior room with balcony at the Park Inn by Radisson in Oslo for our stay in early November. Their website states: ‘Upgrade your stay with our Superior Rooms with Balcony - City View to enjoy more space and additional advantages such as a bathrobe and slippers. Choose between double and twin beds and relax with your favourite hot drink from the in-room coffee and tea facilities’ Though we initially thought the room was larger than a standard one, and their description leads you to believe that this is the case, it is, it is in fact, 4sq m smaller than a standard room. It is very cramped, with little space to unpack and move about in. People should also be aware that one of the attractions of a balcony room is that people use them to smoke outside. Our neighbour was a smoker and all we heard was sliding doors opening and closing the entire night. There were no robes and slippers and we mentioned this to housekeeping staff and though there is a coffee machine, to ‘enjoy your favourite drink’, there were no pods either (neither was there any milk UHT or otherwise). We asked housekeeping for coffee, and they said that they had not had any deliveries, so sorry, they could not provide any. The room was not cleaned during our stay, and we had not been given a choice as to whether it was or not. On the floor behind the curtains to the balcony, we also found two used plastic shot glasses that had been left there from a previous guest. We are Radisson Rewards members so sent feedback to their very inefficient customer care. We explained what happened and were given a reply: ‘Please accept my sincere apologies for the shortfalls you encountered as you have mentioned, and those points will be highly taken under consideration and informed to the concern department heads to seek a prompt improvement’ We said that while this was good that they were going to inform staff, it did nothing to address the fact that we had paid for a superior room and received in fact, less than what you get for a standard room. If we had paid at the end of our stay, we would have expected a discount, but payment was taken in full on checking in. Did they make amends, did they offer to put things right, did they make a goodwill gesture. No, we have had four different customer care people do nothing positive and are now giving us the run-around in the obvious hope that we give up pursuing this matter. We have been clear about what has happened, but it is blatantly obvious that their staff are either completely obtuse, or very cunning. They have now managed to drag our initial complaint out to eleven days, and it is obvious what their tactics are when dealing with these complaints. They offer apologies, say that they will inform heads of department of our comments and end by saying that they look forward to welcoming you again (yeah, in your dreams) As this is their very low standard of customer service, we will think very carefully about booking a Radisso
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